Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Jessica Jimenez

San Juan

Summary

Dynamic and results-driven Training and Development Specialist with over 6 years of experience designing, implementing, and evaluating impactful learning and development programs. Proven expertise in conducting needs assessments, creating engaging instructional materials, and facilitating in-person and virtual training sessions to support employee growth and organizational effectiveness. Skilled in leveraging adult learning principles, e-learning tools, and performance metrics to drive continuous improvement. Adept at collaborating with cross-functional teams to align training strategies with business goals and foster a culture of continuous learning. Recognized for strong communication, project management, and change management capabilities in fast-paced environments.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Strategic Training and Development Specialist

Texas Department of Motor Vehicles
11.2023 - 05.2025
  • My position as the Strategic Development and Training Specialist I served as part of training team providing oversight and training of complex business and technology functions, ensuring and monitoring compliance with training requirements, and recommending and enacting staff development activities.
  • I identified training needs and requirements; developed and administered section training program activities; and performed efficiency and quality assessments.
  • Training includes, but is not limited to, staff activities performed in the Registration and Title System (RTS), webDEALER, the National Motor Vehicle Information Title System (NMVTIS), Driver License Image Retrieval System (DLIR), TxIRP, FileNet, phone systems, and various internal department databases.
  • I delivered classroom training in person and in an E-learning environment and provided instructor-led classes and trainings on VTR business functions.
  • I made sure to provide support for all projects and implementations including research, problem-solving, documenting, and report preparation.
  • Provided complex work in support of the Texas Department of Motor Vehicles (TxDMV), Vehicle Titles and Registration Division (VTR) and performed planning and programming activities in support of VTR programs and/or projects.
  • Supported all projects and implementations including research, problem-solving, documenting, and report preparation.
  • Provided complex work in support of the Texas Department of Motor Vehicles (TxDMV), Vehicle Titles and Registration Division (VTR).
  • Performed planning and programming activities in support of VTR programs and/or projects.
  • Performed a variety of technical, training, research, planning, policy, program assessment, and administrative activities for assigned program(s).
  • Studied and analyzed operations and problems and prepared reports of findings and recommendations.
  • Monitored required performance and data reports and recommended appropriate changes.
  • Provided high-level advice and counsel by interpreting policies, procedures, rules, regulations, and standards related to the program.
  • I conducted training and provided guidance to staff in the development and integration of new or revised methods and procedures.
  • Consulted with public and private agencies involved in the programs to resolve problems, identify training needs, and discuss program effectiveness.
  • Coordinated and conducted surveys, inspections, or reviews to determine compliance with certification requirements, laws, regulations, policies, and procedures.
  • Analyzed performance data to help ensure compliance with program policies and procedures, statutes, and rules; and recommends corrective action(s) as needed.
  • Analyzed the application of and variations within programs and develops action plans to improve or initiate new programs.
  • Collected, organized analyzed, and/or prepared materials in response to requests for program information and reports.
  • Determined program statistics and trends and resolves operational problems.
  • Prepared administrative reports and studies; and performed specialized research projects.
  • Assisted in developing program policies, procedures, standards, and manuals in accordance with program objectives and goals.
  • I identified and prioritized business needs, ensuring alignment with agency goals.
  • Developed and implemented short-range and long-range local and statewide plans and projects for Vehicle Titles and Registration Division.
  • Reviewed and evaluated plans and related documents to ensure compliance with applicable state or federal requirements and conformance to acceptable professional standards.
  • Analyzed and prioritized departmental needs, changes, and enhancements and makes recommendations.
  • Defined issues and made recommendations that support department objectives and goals.
  • Monitored and analyzed activities of assigned functional areas and provides information that may impact them.
  • Developed and monitored statistical performance measures.
  • Assisted in reviewing and preparing correspondence, reports, studies and giving briefings, and making presentations regarding program activities.
  • I traveled to other department offices to provide applicable information.
  • Served as a project leader for teams performing planning projects and special assignments meeting deadlines and goals as appropriate.
  • I was required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures.

Quality Assurance and Training Specialist

Texas Department of Motor Vehicles
05.2022 - 11.2023
  • Monitored and evaluated employee performance to ensure compliance with quality standards, policies, and procedures.
  • Conducted audits and call reviews (or process evaluations) to identify strengths and areas for improvement.
  • Developed and delivered training programs for new hires and ongoing employee development.
  • Created detailed reports on quality metrics, training outcomes, and process effectiveness for management review.
  • Collaborated with management to revise SOPs and improve workflows based on QA data.
  • Led coaching sessions and one-on-one feedback meetings to drive performance improvement.
  • Develop and Maintain Quality Standards
  • Create and implement quality control procedures and guidelines.
  • Ensure consistency with organizational and industry standards.
  • Conduct Inspections and Audits
  • Inspect processes, products, or services to ensure compliance.
  • Perform internal audits and support external audits as needed.
  • Monitor and Improve Quality Performance
  • Track quality metrics such as defect rates, customer complaints, and rework levels.
  • Identify trends and root causes of quality issues.
  • Maintain records of quality inspections, test results, and corrective actions.
  • Report non-conformances and recommend solutions.
  • Coordinate with Other Departments
  • Collaborate with production, procurement, engineering, and customer service teams.
  • Ensure quality expectations are communicated and upheld across department.
  • Train employees on quality standards, procedures, and tools.
  • Promote a culture of quality and continuous improvement.

Customer Service Representative

Texas Department of Motor Vehicles
04.2019 - 05.2022
  • Provides “One Touch” customer service, responding to customer inquiries by phone and email for TxDMV information, services, policies, procedures, laws, rules, and regulations in a high-volume contact center.
  • Developed specialized expertise in TxDMV laws, rules, regulations, policies, and procedures.
  • Utilizes available resources to provide accurate "One Touch" resolution to customer inquiries.
  • Retrieved, evaluated, and validates customer information from a variety of agency databases to provide customer service.
  • Accesses multiple databases to cross-reference customer information, and update vehicle and dealer records as required.
  • Prepares, interprets, and disseminates accurate and current information about agency programs and procedures.
  • Provides customers answers to user navigation inquiries regarding computer software and hardware operation, and the use and interface with a wide variety of agency systems and software applications.
  • Documents problem transactions with remedial actions taken and sufficient documentation for escalation triage.
  • Escalates customer inquiries and service requests for clarification and resolution.
  • Submits written responses to public, agency stakeholders, government agencies, law enforcement, and vehicle dealer inquiries.
  • Monitors the status of customer contact inquiries to provide needed follow-up and resolution of complex issues.
  • May travel up to 5% of the time. May include overnight travel. Travels by car and possibly by plane. May require working extended hours and some evenings and weekends, as needed.
  • Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures.
  • The above statements are not a complete list of all responsibilities, duties and skills held or performed by employees in this job.
  • Performs other job-related duties as assigned.

Administrative Assistant

Hidalgo County Tax Assessor Collector
03.2013 - 04.2019
  • Manage high-volume administrative support and customer service tasks for vehicle titles and tax-related matters.
  • Train new employees on tax collection procedures including payment processing, escrows, and inventory.
  • Perform title examinations ensuring accuracy and compliance with state regulations.
  • Act as liaison with TxDOT, ensuring clarity and resolution on all title processing matters.
  • Handle NMVTIS rejections: investigate error codes, correct branding issues, maintain tracking logs in Excel.
  • Process exempt transfers for public schools and law enforcement agencies.
  • Deliver fast, courteous responses to customer and dealer inquiries, ensuring satisfaction and resolution.
  • Perform daily cash handling duties with precision, including cash, check, and card transactions.

Deputy Clerk II

Hidalgo County District Clerk
05.2007 - 07.2011
  • Provided front-line customer service, managing calls and in-person inquiries professionally.
  • Composed official court correspondence, motions, and reports; filed legal pleadings for county attorneys.
  • Trained staff in data entry software and court filing procedures.
  • Maintained and organized case files for hundreds of active district court matters.
  • Represented the office in court, delivering progress reports and testifying under oath.

Education

High School Diploma -

Pharr-San Juan-Alamo High School
Pharr, TX
01.2001

Skills

  • Office Administration & Organization
  • Legal Documentation & Filing
  • Data Entry & Database Management
  • Customer Service & Issue Resolution
  • Project Coordination & Training Development
  • NMVTIS & TxDMV Title Processing
  • Proofreading & Document Accuracy
  • Strong Communication & Team Building
  • Critical Thinking & Problem Solving
  • Professional Phone & Email Etiquette
  • Onboarding programs
  • Customized training

Certification

Certificate of Completion for Excel

Languages

Spanish
Native or Bilingual

Timeline

Strategic Training and Development Specialist

Texas Department of Motor Vehicles
11.2023 - 05.2025

Quality Assurance and Training Specialist

Texas Department of Motor Vehicles
05.2022 - 11.2023

Customer Service Representative

Texas Department of Motor Vehicles
04.2019 - 05.2022

Administrative Assistant

Hidalgo County Tax Assessor Collector
03.2013 - 04.2019

Deputy Clerk II

Hidalgo County District Clerk
05.2007 - 07.2011

High School Diploma -

Pharr-San Juan-Alamo High School

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